Manager – Professional Services
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Job Description
Manager of Professional Services leading client implementation and team management at Foundant, a data-driven solutions provider for mission-driven organizations.
Responsibilities:
- Lead a team comprised of multiple functional areas, including Project Managers, Consultants, and Data Migration Specialists in the successful delivery of software solutions and services
- Manage customer engagements with the goal of optimizing adoption of Foundant products and driving customer experience satisfaction
- Transform the unique possibilities of Foundant software to maximize the client’s investment
- Take ownership of the successful end-to-end implementation of Foundant software solutions to new clients through effective team leadership, collaboration, and client engagement
- Effectively manage an assigned portfolio of new clients through key performance indicators, active client engagement, and client health monitoring through implementation
- Meet company-assigned profit and revenue targets through effective project delivery and team member utilization
- Ensure implementations are delivered within scope, budget, and time constraints, and that deliverables are of the highest quality
- Establish, document, measure, and quality check processes to ensure efficient and repeatable operations
- Serve as a collaborative owner in confirming effective client handoffs from Sales to Professional Services and from Professional Services to Client Success and Client Support teams
- Remove impediments and relentlessly improve operations and workflows for your team
- Manage the business by looking 3–6+ months in advance, proactively assessing and planning team resourcing needs and implementation schedules
- Collaborate with management to ensure ongoing alignment and goal achievement, communicate issues, raise visibility, and address concerns and questions in a timely manner
- Collaborate with cross-departmental and cross-organizational leaders to ensure ongoing alignment across shared tools, discuss and align on goals related to process improvements or tool changes, and support effective and open lines of communication
- Lead and inspire your team, ensuring all assigned team members have a solid understanding of client business objectives and the plans in place to attain those objectives
- Manage a team for best-in-class delivery, implementation, and consulting skills as well as in-depth product knowledge, and provide the necessary training to excel
- Own training and onboarding, performance management, and inter-team relationships
- Oversee and execute day-to-day operations, supporting daily needs from team members including questions and problem-solving opportunities
- Motivate, develop, and coach team members on their continued growth and professional development through regular one-on-one meetings; recognize and utilize strengths of team members and provide recognition as appropriate
- Ensure appropriate staffing levels are in place with the right set of skills.
Requirements:
- 5+ years’ experience in Client Delivery, Professional Services, or related fields
- 2+ years of direct staff management or leadership of more than 10 team members
- Experience with change management
- Prior experience leading the scoping and delivery of technology services engagements, including project and engagement management
- Familiarity with Customer and project management software tools such as Salesforce and Rocketlane
- Familiarity with distance learning tools such as Zoom, Teams, or other LMS-type software
- Ability to demonstrate a leadership style supported by clear strategies with a strong focus on results while keeping people management and collaboration at the heart of every interaction
- Strong strategic thinking abilities and demonstrated success leading teams in executing established strategies
- Exceptional customer satisfaction-driven approach
- Keen attention to detail for accuracy to deliver on internal and external customer requirements with a time-sensitive approach
- Excellent verbal and written communication skills
- Excellent time management skills to handle multiple, concurrent tasks and deadlines
- Strong technical aptitude and ability to learn software programs.
Benefits:
- Competitive salary and benefits
- Tuition and lifestyle reimbursements
- Bespoke mindfulness and fitness initiatives
- Flexible PTO policy
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